RETURNS & EXCHANGES
Do I need to contact you prior to the return/exchange?
You must contact us prior to returning the item, or your return/exchange request could be declined. Please email us at contact@masioncherie.com
Can I return/exchange a sale or discounted item?
No. Returns/exchanges only accepted for regular-priced items; Flash sale discount codes not eligible. (Reward codes/store credits/weekly promo code are eligible for a returned/exchanged)
How long is the return/exchange window period?
14 working days from the date of shipment confirmation email
Can I make more than one return/exchange for my order?
No, return/exchange can only be done once per order.
Can I exchange for a different design?
No, exchanges across designs are not allowed.
Do you provide exchanges?
Yes. Return the original item to us when the exchange request is confirmed, and we will dispatch the exchange item upon receiving your return package.
How much time does it take to process returned or exchanged parcels?
Allow 7-10 working days for processing return/exchange parcels as the courier service may cause delays.
Can I cancel my order?
Orders made are non-cancellable, and non-refundable.
Who bears the postage?
Customers are responsible for the postage costs for returns/exchanges.
Can I return or exchange an item if I've already removed the tag?
Products lacking tags or original clear packaging are not qualified for returns/exchanges.
What should I do if there are items missing from my parcel?
We regret any missing items in your parcel and will gladly provide a replacement. To report missing items, email us at info@masioncherie.com within 7 working days of dispatch. The replacement, in the same size/colour, will be sent at our expense.
What should I do if I receive a defective or incorrect item?
We regret any manufacturing defects items in your parcel and will gladly provide a replacement. To report missing items, email us at info@maisoncherie.com within 7 working days of dispatch. The replacement, in the same size/colour, will be sent at our expense.
What kind of defects do you accept?
We only acknowledge manufacturing defects resulting from the production process and evident upon receipt. Examples include missing pockets, improperly sewn zippers, and fused linings.
What should I do if a replacement is unavailable for my defective or incorrect item?
Should the replacement item be out of stock, customers will be issued store credits matching the value of the defective or incorrect item. Refunds in cash are not available. Incorrect items must be returned in their original state: unworn, unwashed, with tags attached and in original packaging.
The following items are not classified as defects and are not eligible for returns/exchanges.
- Difference in measurements by 2cm – 3cm due to mass production.
- Slight difference in item colour due to strong studio lighting/inevitable discrepancies arising from individual computer resolutions.
- Slight stains on inner lining / Print anomalies from digital printing
- Items with minute imperfections such as crease marks, loose threads, small thread bumps, slight stains within the size of 1cm
- Defects that do not affect the overall look or functionality of the item
- Defects which might have been caused after washing or handling by customer
- Variation in prints placement / White lines on fabric
If a customer sends back a return parcel that does not qualify for returns, they must cover the postage costs for us to send it back. Masion Cherie will not bear the expense of returning the parcel to the customer. Unclaimed parcels will be disposed of three months after receipt.
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